Service ID

Contact

Service scope

Our Service Descriptions are available at https://technet.microsoft.com/en-us/library/office-365-service-descriptions.aspx

System requirements

See https://products.office.com/en-GB/office-system-requirements

User support

User support

Email or online ticketing support

Email or online ticketing

Support response times

Critical: Available 24/7, response in 1 hour.High: 24/7 next day for Enterprise.See also https://products.office.com/en-us/business/office-365-for-business-support-options

User can manage status and priority of support tickets

Yes

Online ticketing support accessibility

WCAG 2.0 AA or EN 301 549

Phone support

Yes

Phone support availability

24 hours, 7 days a week

Web chat support

No

Onsite support

Yes, at extra cost

Support levels

Premier Support is available at further cost. https://www.microsoft.com/en-us/microsoftservices/support.aspx

Support available to third parties

No

Onboarding and offboarding

Onboarding and offboarding

Getting started

The FastTrack service from Microsoft includes scenarios which help users adopt new, more productive ways of working. See http://fasttrack.microsoft.com/

Service documentation

Yes

Documentation formats

HTML

End-of-contract data extraction

Please see https://products.office.com/en-us/business/office-365-online-data-portability

End-of-contract process

Upon expiration or termination of your Office 365 subscription or contract, Microsoft will provide you, by default, additional limited access for 90 days to export your data. As part of our Online Service Terms we specify that the customer owns its data. Microsoft acts as Data Processor. For more see http://trustoffice365.com/

Using the service

Using the service

Web browser interface

Yes

Supported browsers

Internet Explorer 10

Microsoft Edge

Firefox

Chrome

Safari 9+

Application to install

Yes

Compatible operating systems

Android

IOS

Linux or Unix

MacOS

Windows

Windows Phone

Designed for use on mobile devices

Yes

Differences between the mobile and desktop service

The service is optimised for mobile, desktop and tablet use and there are differences. Core functionality is available across all platforms. See https://support.office.com/en-us/article/Office-Online-browser-support-AD1303E0-A318-47AA-B409-D3A5EB44E452

Accessibility standards

WCAG 2.0 AA or EN 301 549

Accessibility testing

For users with disabilities we have the Disability Answer Desk (DAD), and for enterprise customers with accessibility questions or accessibility related compliance questions we have the enterprise Disability Answer Desk (eDAD). See https://www.microsoft.com/en-us/accessibility/

API

Yes

What users can and can't do using the API

The full API details are available online at dev.office.com

API documentation

Yes

API documentation formats

HTML

API sandbox or test environment

Yes

Customisation available

Yes

Description of customisation

Please see https://technet.microsoft.com/en-us/office/dn788774.aspx

Scaling

Scaling

Independence of resources

Please see http://www.microsoft.com/en-us/download/details.aspx?id=54249

Analytics

Analytics

Service usage metrics

Yes

Metrics types

Please see the Business admins section found here https://support.office.com/en-gb

Reporting types

API access

Real-time dashboards

Resellers

Resellers

Supplier type

Reseller providing extra features and support

Organisation whose services are being resold

Microsoft

Staff security

Staff security

Staff security clearance

Other security clearance

Government security clearance

None

Asset protection

Asset protection

Knowledge of data storage and processing locations

Yes

Data storage and processing locations

United Kingdom

European Economic Area (EEA)

EU-US Privacy Shield agreement locations

User control over data storage and processing locations

No

Datacentre security standards

Complies with a recognised standard (for example CSA CCM version 3.0)

Penetration testing frequency

At least once a year

Penetration testing approach

‘IT Health Check’ performed by a Tigerscheme qualified provider or a CREST-approved service provider

Protecting data at rest

Physical access control, complying with CSA CCM v3.0

Physical access control, complying with SSAE-16 / ISAE 3402

Encryption of all physical media

Other

Other data at rest protection approach

For data at rest, Office 365 deploys BitLocker with AES 256-bit encryption on servers that hold all messaging data, including email and IM conversations, as well as content stored in SharePoint Online and OneDrive for Business. BitLocker volume encryption addresses the threats of data theft or exposure from lost, stolen, or inappropriately decommissioned computers and disks. Your organisation's files are distributed across multiple Azure Storage containers, each with separate credentials, rather than storing them in a single database.

Data importing and exporting

Please see https://products.office.com/en-us/business/office-365-online-data-portability

Data export formats

CSV

ODF

Other

Other data export formats

See https://products.office.com/en-us/business/office-365-online-data-portability

Data import formats

CSV

ODF

Other

Other data import formats

Please see http://fasttrack.microsoft.com/office/onboard/50

Data-in-transit protection

Data-in-transit protection

Data protection between buyer and supplier networks

TLS (version 1.2 or above)

Legacy SSL and TLS (under version 1.2)

Other

Other protection between networks

For data in transit, all customer-facing servers negotiate a secure session by using TLS/SSL with client machines to secure the customer data. This applies to protocols on any device used by clients, such as Skype for Business Online, Outlook, and Outlook on the web. See also http://aka.ms/Office365CE

Office 365 comes with a set of administrator roles that you can assign to users in your organisation. Each admin role maps to common business functions, and gives those people permissions to do specific tasks the Office 365 admin center.

An ISMP has been established to enable Office 365 to maintain and improve its management system for information security. Through establishment of the ISMP, Office 365 plans for and manages protection of its assets to acceptable security levels based on defined risk management processes. In addition, Office 365 monitors the ISMS and the effectiveness of controls in maintaining the confidentiality, integrity and availability of assets to continuously improve information security.

The ISMS framework encompasses industry best-practices for information security and privacy. The ISMS has been documented and communicated in a customer-facing Information Security Policy, which can be made available upon request (customers and prospective customers must have a signed NDA or equivalent in place to receive a copy).

Office 365 performs annual ISMS reviews, the results of which are reviewed by management. This involves monitoring ongoing effectiveness and improvement of the ISMS control environment by reviewing security issues, audit results, and monitoring status, and by planning and tracking necessary corrective actions.

The Microsoft Cloud Security Policy is available via the Service Trust Platform aka.ms/stp

Operational security

"Office 365 has developed formal standard operating procedures (SOPs) governing the change management process. These SOPs cover both software development and hardware change and release management, and are consistent with established regulatory guidelines including ISO 27001, SOC 1/SOC 2, NIST 800-53, and others. Microsoft also uses Operational Security Assurance (OSA), a framework that incorporates the knowledge gained through a variety of capabilities that are unique to Microsoft. OSA combines this knowledge with the experience of running hundreds of thousands of servers in datacenters around the world."

In support of the Information Security Policy, Office 365 runs multiple layers of antivirus software to ensure protection from common malicious software. Servers within the Office 365 environment run anti-virus software that scans files uploaded and downloaded from the service for viruses or other malware. Additionally, all mails coming into the service run through the Exchange Online Protection engine, which uses multiple antivirus and antispam engines to capture known and new threats against the system. Microsoft has its own Security Response Center (MSRC) that also supplies information to all our customers covering the whole range Microsoft products.

Office 365 employs sophisticated software-defined service instrumentation and monitoring that integrates at the component or server level, the datacenter edge, our network backbone, Internet exchange sites, and at the real or simulated user level, providing visibility when a service disruption is occurring and pinpointing its cause.

Proactive monitoring continuously measures the performance of key subsystems of the Office 365 services platform against the established boundaries for acceptable service performance and availability. When a threshold is reached or an irregular event occurs, the monitoring system generates warnings so that operations staff can address the threshold or event.